Kathleen Down
Washington,District of Columbia
Summary
High energy and versatile professional with a friendly attitude and a flexible approach to dealing with routine issues, such as customers concerns. Easily adapts to change and performs well under pressure.
Effective multitasker and clear communicator, highly capable at using phone, computer and food service equipment. Desire to advance professionally and contribute in a team-based environment.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work history
Front of House Waitress
Urban Leisure Group
London, City Of Westminster
2022.03 - 2026.01
- Regularly communicated with kitchen and bar staff to maintain smooth front of house operations, minimising potential service delays.
- Served meals and drinks with professionalism and skill, maintaining high presentation and quality standards.
- Maintained up-to-date knowledge of current promotions, specials and service additions, providing expert customer assistance.
- Established positive rapport with diners by welcoming and greeting customers by name.
- Informed and advised customers on menu options and allergy concerns, making specific recommendations based on dining preferences.
- Arranged tables to meet company standards, optimising use of space and cultivating appropriate atmosphere.
- Checked in with customers during meals to check orders were received correctly and met guests' expectations.
- Proactively communicated specific order details to chefs to aid workflow.
- Warmly greeted guests upon arrival to create welcoming atmosphere.
- Processed cash and card payments promptly, minimising customer waiting times and enabling swift table turnarounds.
- Accurately processed card and cash payments using POS systems.
- Met with restaurant managers to communicate, review and manage changes to operational processes.
- Accurately took customer orders and communicated them to chefs and bartenders.
- Accurately received and processed orders, noting dietary requirements to maintain customer satisfaction.
- Assisted customers with menu selection, offering knowledge of current special dishes and personal recommendations to build rapport.
- Checked customers ID to maintain full compliance with regulations of selling restricted products.
- Upsold additional products when appropriate, helping to drive sales by 10-12%.
- Kept guest tables neat and tidy by regularly clearing away dirty dishes, used glasses and wiping down surfaces.
- Provided friendly, courteous service, maximising positive customer satisfaction ratings.
- Checked menus to verify current selection availability, updating accordingly to avoid customer disappointment.
- Facilitated smooth flow of service by effectively coordinating service with other wait staff, hosts and kitchen staff.
- Delivered exceptional service by greeting and serving customers in timely, friendly manner.
- Provided efficient food and drinks service for high levels of customer satisfaction.
- Resolved guest complaints promptly and professionally, notifying restaurant management of concerns.
- Created friendly, welcoming atmosphere to encourage positive guest experiences, prolonging visits to increase profitability.
- Trained new wait staff to deliver quality service and uphold brand standards.
- Quickly and clearly communicated dining orders to kitchen staff, directing attention to special requests.
- Discussed menu items and dietary concerns, noted special requests and suggested additional items to meet upsell goals.
- Neatly set tables before guests' arrival, preparing and setting cutlery and refilling condiments.
- Refused drinks service to guests without appropriate proof of age.
- Attended tables regularly to check customer needs were met, promptly processing additional food and drink orders.
- Performed bar closing duties, thoroughly cleaning, sanitising and replenishing stock.
- Prepared mixed drinks and poured wine, beer and non-alcoholic beverages within target service timeframes.
- Retained in-depth bar and menu item knowledge, providing expert recommendations to suit guest taste.
Front Desk Manager
NoXcuses Fitness Club
Palo Alto, California, USA
2017.07 - 2018.07
- Greeted 20 daily members and visitors upon entrance.
- Checked members in and out of fitness centre and processed payments.
- Provided guests with information on equipment and facilities available at fitness centre.
- Controlled cash and credit card payment transactions at front desk.
- Attended mandatory staff meetings and brought issues to attention of senior management.
- Responded to telephone, email and in-person enquiries regarding pricing, class information and member concerns.
- Kept bathrooms and gym floor stocked with towels and toiletries.
Smoothie Maker
Jamba Juice
Palo Alto, California, USA
2014.01 - 2015.01
- Made and served 50+ beverages every day with speed, quality and consistency, thriving in fast-paced cafe environments.
- Produced high-volume smoothie orders quickly and accurately, effectively meeting customer demand.
- Cleaned and sanitized smoothie and food preparation areas, maintaining impeccable hygiene standards.
- Used excellent memorization skills to maintain extensive drinks menu, ingredients and recipe knowledge.
- Built strong relationships with customers, recalling names and regular orders to maintain rapport and loyalty.
- Maintained clean, organized cafe workspaces, enabling co-workers to readily locate required supplies.
- Promptly processed and dispatched takeaway and delivery orders to maintain quality.
- Educated customers about new products, increasing sales.
- Warmly greeted and served customers, promptly processing payments to minimize wait times.
- Created speciality drinks according to exact customer requests and preferences.
- Served individually made smoothies to customers, working efficiently and precisely to meet demand.
- Maintained and operated espresso machines, blenders and commercial toaster ovens.
Education
Master of Arts - Vocal Studies
The Institute of Contemporary Music Performance
London, United Kingdom 2024.09 - 2025.08
Master of Arts - Vocal Performance
The Institute of Contemporary Music Performance
London, United Kingdom 2023.09 - 2024.08
Bachelor of Arts - Songwriting
The Institute of Contemporary Music Performance
London, United Kingdom 2018.09 - 2021.07
Associate of Arts - Music
Foothill College
Los Altos, California, USA2018-06
Skills
- Problem-solving skills
- Oral and written communications
- Customer service
- Credit and cash payments
- Check-in and check-out procedures
- Complaint management
- File management
- Social perceptiveness
Timeline
Master of Arts - Vocal Studies
The Institute of Contemporary Music Performance
2024.09 - 2025.08
Master of Arts - Vocal Performance
The Institute of Contemporary Music Performance
2023.09 - 2024.08
Front of House Waitress
Urban Leisure Group
2022.03 - 2026.01
Bachelor of Arts - Songwriting
The Institute of Contemporary Music Performance
2018.09 - 2021.07
Front Desk Manager
NoXcuses Fitness Club
2017.07 - 2018.07
Smoothie Maker
Jamba Juice
2014.01 - 2015.01
Associate of Arts - Music
Foothill College